|Publication number||US7516137 B1|
|Application number||US 09/814,315|
|Publication date||7 Apr 2009|
|Filing date||21 Mar 2001|
|Priority date||21 Mar 2000|
|Also published as||US20090198546|
|Publication number||09814315, 814315, US 7516137 B1, US 7516137B1, US-B1-7516137, US7516137 B1, US7516137B1|
|Inventors||Gordon Earle, John Bastow|
|Original Assignee||Arrayworks Inc.|
|Export Citation||BiBTeX, EndNote, RefMan|
|Patent Citations (14), Non-Patent Citations (6), Referenced by (9), Classifications (18), Legal Events (3)|
|External Links: USPTO, USPTO Assignment, Espacenet|
This application claims priority from provisional application Ser. No. 60/191,320, filed Mar. 21, 2000, the contents of which are herein incorporated by reference.
A portion of the disclosure of this patent document contains material which is subject to copyright protection. The copyright owner has no objection to the facsimile reproduction by anyone of the patent document or the patent disclosure, as it appears in the Patent and Trademark Office patent files or records, but otherwise reserves all copyrights whatsoever.
Embodiments of the present invention are directed to computer software and systems. More specifically, embodiments of the present invention are directed to customizable computer-implemented systems and software for dynamically creating, managing, and executing business processes such as sales and marketing.
The need for companies to manage complex business processes has never been greater. Since the widespread use of the Internet, intranets, and extranets, the need to streamline business processes and adapt them to the emerging web architecture has become more acute. Information glut and overload has become commonplace, and it is difficult for people to “keep up.” Getting the right information to the right people at the right time (including employees, customers, and suppliers) and enabling them to act upon it in an appropriate manner is a huge and difficult undertaking.
Complex processes, the organized flow of work according to specific rules and interdependencies, are everywhere in business. They include the marketing cycle, which involves customer identification and profiling at the early stage and delivery of targeted marketing vehicles at specific time intervals during later stages. Another process with many interdependencies is the sales cycle, which typically includes multiple steps beginning with initial contact with the prospect all the way to consummating a sale. Project management, supply chain management, and customer service are a few of the other areas which involve complex chains of events that can be electronically represented, tracked and analyzed.
Managing business processes is one of the most important functions of a business. For example, sales leads are critical to revenue generation. Customer service inquiries are critical for maintaining customer satisfaction. Yet, by some estimates, 60% of leads and inquiries never get into the right person's hands (salesperson, distributor, reseller, support personnel, etc.), and this number will increase as the Internet becomes more important as a source of business. To compound the problem of lost or misdirected leads and inquiries, few companies track their business processes, including lead management, systematically as the steps in the business processes move from one party to another, to determine whether the appropriate action is taken and at what cost. As a result, companies are unable to perform return on investment (ROI) calculations on activities such as lead generation and management activities. Any product or process that can help companies manage its business processes more effectively, resulting in better sales, marketing, and customer service, will be welcome in the marketplace.
Traditional system design methods focus first on what information must be captured and stored in order to produce the needed output. The result is called the data model and much time and effort go into defining the variables (fields), their logical groupings (records) and their relative associations with other variables and groupings (relationships). The resulting definitions, referred to as a database schema, are the primary foundational architecture of any relational database application. Software products that host these data models or schemas are known as relational databases, including DB2, available from International Business Machines of White Plains, N.Y., ORACLE, available from Oracle Corporation, Redwood Shores, Calif., and MICROSOFT SQL, available from Microsoft Corporation of Redmund, Wash.
In field-based workflow models, fields grouped together are logically associated and form “ladder”-like structures, whereby each ladder contains a description of all candidates in relation to the value being defined. An example of such a Sales Status Value ladder for the data model of
Obviously, the data model of
Access to data models such as that shown in
While both database software and the application languages used to access them have evolved considerably in recent years, the approach to building applications has not. The rigid need to define the data structure beforehand has not significantly evolved. Changing a data model after the programming has started is equivalent to redesigning the foundation of a house after the frame has been put up. Changing requirements, however, are a given in business today, and changes to requirements is a major factor in the software industry's dismal success rates on custom software projects. While some of this can be blamed on lack of design skill, it often is simply a function of needs changing from the time when the system was originally constructed. This time-span can be as long as many years or as short as several weeks. It would be advantageous to provide software applications that are parameter driven—that is, that the application can tolerate degrees of change in the requirements.
It is one object of the present invention to help solve these and other problems, especially the need for better management and optimization of business processes and technologies, by providing an easily adaptable architecture for building business process management applications. These applications can fit any number of vertical industries with quick modification, because in one aspect the present invention provides a list-based process model instead of a field-based process model. The list-based process model has several advantages that give it more flexibility and adaptability than the traditional approach, which typically requires hard coding when significant changes are made. Thus, systems implemented in accordance with the present invention can perform lead management functions and measurements without extensive recoding, resulting in fast time-to-market, better ease of use, and less cost.
It is another object of the present invention to provide an architecture for building business process management applications, which architecture includes a list engine to maintain the modularity of its components and object classes, to build a customer relationship management (CRM) platform that supports rapid adaptation to ever-changing requirements. In accordance with this aspect of the invention, the architecture includes an entity data model, a list-based processing model, and a flexible user interface that provide adaptability and portability to multiple vertical markets.
In one embodiment, the present invention provides a computerized system for modeling a business process, comprising a web server and a database server. The web server implements a user interface to the system. The database server is in operable communication with the web server and comprises a data architecture representing the business process. The data architecture comprises an entity model representing an entity responsible for implementing at least a portion of the business process, a transaction model comprising at least one step defining a business process, a list model representing at least one step in the transaction, the list model comprising a list of at least one entity associated with the transaction, and a task model associated with the list, the task model defining at least one task associated with the at least one step in the transaction.
An understanding of the principles of the invention may be readily attained by reference to the following specification and the accompanying drawings in which:
The drawings are not necessarily to scale, emphasis instead generally being placed upon illustrating the principles of the invention.
As used herein, the Internet refers at least to the worldwide collection of networks and gateways that use the transmission control protocol/Internet protocol (TCP/IP) suite of protocols to communicate with one another. The World Wide Web (WWW) at least refers to the total set of interlinked hypertext documents residing on hypertext transport protocol (HTTP) servers all around the world. As used herein, the WWW is also intended at least to refer to documents accessed on secure servers, such as HTTP servers (HTTPS), which provide for encryption and transmission through a secure port. WWW documents, referred to herein as web pages, can be written in hypertext markup language (HTML). As used herein, the term “web site” refers at least to one or more related HTML documents and associated files, scripts, and databases that is presented by an HTTP or HTTPS server on the WWW. The term “web browser” refers at least to software that lets a user view documents, such as HTML documents, and access files and software related to those documents.
In accordance with the descriptions of the invention provided herein, it should be understood that although the systems and methods of the present invention have been heretofore described in relation to sales, marketing, and task management, the invention is not intended to be limited to these types of application. Those skilled in the art will appreciate that the invention, for example, has applicability to virtually any type of system that uses databases or any situation where information is modeled, accessed, or used via a prior art model, such as a field-based model.
In one embodiment, the present invention comprises a computerized system implementing the systems and methods for dynamic management of business processes described herein.
The central processor 12 can be any type of microprocessor, such as a PENTIUM processor, made by Intel of Santa Clara, Calif. The display device 20 can be any type of display, such as a liquid crystal display (LCD), cathode ray tube display (CRT), light emitting diode (LED), and the like, capable of displaying, in whole or in part, the outputs generated in accordance with the systems and methods of the invention. The input device 22 can be any type of device capable of providing the inputs described herein, such as keyboards, numeric keypads, touch screens, pointing devices, switches, styluses, and light pens. The network interface 18 can be any type of a device, card, adapter, or connector that provides the computer system 10 with network access to a computer or other device, such as a printer. In one embodiment of the present invention, the network interface 18 enables the computer system 10 to connect to a computer network such as the Internet.
Those skilled in the art will appreciate that systems and methods embodying the present invention need not necessarily include every element shown in
In one embodiment of the present invention, one or more computer programs define the operational capabilities of the computer system 10. These programs can be loaded into the computer system 10 in many ways, such as via the hard disk drive 24, the floppy disk drive 26, the tape drive 28, or the network interface 18. Alternatively, the programs can reside in a permanent memory portion (e.g., a read-only-memory (ROM)) chip) of the main memory 14. In another embodiment, the computer system 10 can include specially designed, dedicated, hard-wired electronic circuits that perform all functions described herein without the need for instructions from computer programs.
The computer system 10 can be part of a client-server system, in which a client sends requests to a server and a server responds to requests from a client. That is, the computer system 10 can be either a client system or a server system. The present invention typically is implemented at the server side and responds to requests made from a client.
The client can be broadly understood to mean any entity capable of transmitting requests to a server, such as the computer system 10, or specific components thereof (e.g., terminal, personal computer, mainframe computer, workstation, hand-held device, electronic book, personal digital assistant, peripheral, etc.), a software program running on a computer directly or indirectly connected or connectable in any known or later-developed manner to any type of computer network, such as the Internet. For example, a representative client is a personal computer that is x86-, PowerPC®, PENTIUM-based, or RISC-based, that includes an operating system such as IBM® OS/2® or MICROSOFT WINDOWS (made by Microsoft Corporation of Redmond, Wash.), and that includes a Web browser, such as MICROSOFT INTERNET EXPLORER, NETSCAPE NAVIGATOR (or higher) (made by Netscape Corporation, Mountain View, Calif.), having a Java Virtual Machine (JVM) and support for application plug-ins or helper applications. A client may also be a notebook computer, a handheld computing device (e.g., a PDA), an Internet appliance, a telephone, or any other type of data entry device or terminal, such as a multimedia kiosk, telecommunications device, or interactive television, capable of connecting to or transmitting information over a computer network.
The term “server” should also be broadly construed to mean an entity such as a computer, computer platform, an adjunct to a computer or platform, or any component thereof, such as a program, that can respond to requests from a client. Of course, a “client” can be broadly construed to mean one who requests or gets the file, and “server” can be broadly construed to be the entity that downloads the file. The server also may include a display supporting a graphical user interface (GUI) for management and administration, and an Application Programming Interface (API) that provides extensions to enable application developers to extend and/or customize the core functionality thereof through software programs including Common Gateway Interface (CGI) programs, plug-ins, servlets, active server pages, server side include (SSI) functions or the like.
The client and server can communicate using any system or transmission method capable of interconnecting two entities that are capable of communicating with each other, such as the Internet, an intranet, an extranet, or other computer networks. For example, networks can be land-based networks, wireless networks, and combinations thereof, including telephone lines, cable television lines, direct physical connections, and networks include networks that transmit information over the airwaves, such as cellular, satellite, microwave, packet radio, infrared line of sight, and spread spectrum technologies.
The system 50 of this embodiment of the invention comprises a web server 64 and a database server 66. The web server 64 includes interacting components that drive the user interface (which is explained more fully herein) of the system 50, including an Application Service Provider (ASP)/XML layer 68, and an Application Program Interface (API) layer 70. The ASP/XML layer 68 provides a user interface by which appropriate personnel, such as management 56, can modify the table structure in the database server 66. Using the ASP model, the system 50 hosts the application or platform that clients access. A provider of this application/platform can, for example, lease or rent the application to users for given periods of time, e.g., monthly. This implementation is particularly advantageous for small to medium size companies that do not have an information technology (IT) staff or infrastructure to maintain this functionality internally. In addition, the ASP/XML layer 68 can be configured to have the same “look and feel” as a given legacy database system with which a user of the system 50 is familiar.
It should be understood that, although the embodiment of
The database server 66 includes a database manager 67, such as the MICROSOFT SQL (structured query language) RDMS (relational database management system) configured on a MICROSOFT WINDOWS NT Server, individual user specifications 72, company specific system parameters 74, vertical market system parameters 76, and a core engine architecture 78. The system 50 can store individual user specifications 72 for each user of the system 50 and company specific system parameters 74, to accommodate the different types of parameters and types of data that different businesses may need to manage. In one embodiment, the database server 66 provides a unique database for each client accessing the system 50 (clients also are referred to as users). The system 50 also includes vertical market system parameters 76 and a core engine architecture 78. In one embodiment, the vertical market system parameters 76 comprises a set of vertical market templates that operate on top of the core engine architecture 78. The templates include “standard” types of business workflows that can be customized to match each customer's specific workflow and process requirements. Thus, the operation of the system 50 can be designed to have the same “look and feel” that a user is accustomed to in a legacy system, which can significantly reduce the learning curve.
Using such vertical market templates has other advantages, as well. For example, a company using the system 50 can create industry-specific value chain intranets serving different users all working in an environment customized to their workflow and marketing process. If a company is acting as a host application service provider (ASP), it need only support one software application, which can greatly increase the company's leverage. As explained below in connection with the task management aspect of the invention, use of the list-based model of the present invention enables the platform to support virtual workflow exchange between any/all users.
The core engine architecture 78 further includes a data schema, and
An Entity 82 refers to any stakeholder in or associated with an organization that uses the system 50. Entities 82 can be organizations, people, or locations and can have inheritance, like other objects.
The SQL object representing the data table for the Entity 82 is further associated with other SQL objects representing data and lookup tables associated with the Entity 82, as shown in
The types of Entities 82 listed in the lookup table of Entity Types typically will correspond to the particular type of client using the system 50, and the available Entity Types can be a function of the company specific system parameters 74 and/or the vertical market system parameters 76 (
A “stakeholder” or other user of the system 50 can fit the definition of more than one Entity Type 100, depending on the point of reference or situation. In the above B-C example, a publisher associated with the online B-C site may also, at certain times, be a customer of the online B-C site. Thus, this particular Entity may be associated both with an Entity Type 100 of “publisher,” and an Entity Sub Type 102 of “customer.” Thus, the data schema 94 for an Entity 82 can recognize that a given client of the system 50 (in this example, a given Entity 82, such as the publisher) can be classified in more than one way depending on the context or frame of reference. This characteristic of an Entity 82 is particularly useful for the list-based models of the invention, as will be shown below.
The Entity Relationships 106 and Entity Relationship Types 108 also can be associated with the Entity 82 and refer to relationships that a given Entity 82 may have with other Entities 82. For example, a first entity may be a given organization, and a second entity may be related to the first entity in that the second entity is a contact at the given organization. Thus, the first entity can be considered to be a “parent” entity and the second entity can be considered to be a “child” entity, having an Entity Relationship Type 108 called “organization-contact”. Note that the first entity may have other “child” entities with which it has the Entity Relationship Type called “organization-contact”. In addition, the first entity and the second entity could be related in different ways in different contexts; thus, they may be classified under more than one Entity Relationship 106.
Thus, the Entity data model 94 of
Referring again to
Referring again to
As noted above, a Transaction 84 associated with a given business can be defined using one or more business processes, each consisting of a series of steps or “states” of the process. Tasks are types of actions associated with the steps of states. Lists, explained below, help to define each step or state in the business process. Lists also can be used to organize and segment information such as market, demographic, and/or business-specific parameters.
In accordance with the present invention, a business process can be thought of as referring to a set of states that move an Entity or an Entity/Transaction Pair along some sequence of events. Typically, the lists of the present invention can be used to “automate” a given business process. For example, a Generic Customer Process might include the following sequence of events: Marketing and Sales, Product/service development and introduction, Manufacturing, Distribution, Billing, Order Processing, Customer service, and Warranty administration. In one embodiment, the present invention also can provide for industry-specific customer processes, such as Loan processing (banking), Claim adjudication (insurance), Grant allocation (government), Merchandise return (retail), Food preparation (restaurant), Baggage handling (airline), Operator services (telecommunications), User-manual writing (computer), Reservation handling (hotel), and the like.
In contrast to the field-based methodology illustrated in
If an organization using the field-based data structure 120 to track the status of potential sales contacts, such as the names in the Name field 124, and the organization wishes to begin tracking additional types of information, such as whether or not the people have been sent information, additional fields must be added to the field-based data structure 120. These additional fields must be added to the field-based data structure 120 even if the fields added are not applicable to some names on the list. In some instances, each record must be manipulated and/or updated in order to implement the added field. As more and more fields get added, each data record for the field-based data structure 120 gets longer and longer, even if a great number of the fields end up being blank for a great number of people on the list. Updating field-based data structures 120, therefore, can be time consuming and waste computer storage space.
In contrast, with list-based data storage, when additional information about list members is to be tracked, relevant associations can be added as needed (similar to the relationships for Entities 82) so that only the actual people who require the additional information get the associations.
Note that not just Entities 82, but also Entity/Transaction pairs can be part of a List 116.
In one embodiment, the Lists 116 of the invention can provide a history tracking feature (also referred to as time-stamping). The history tracking can, for example, be an optional feature that an organization using the system 50 can choose whether or not to implement for a given list. If history tracking is implemented, when an Entity 82 or Entity/Transaction pair is removed from a List 116, the list entity record is not deleted but simply can be marked as “removed from”. Referring again to
Lists 116, in accordance with one embodiment of the invention, are not simply static objects but instead can have rules associated with them. Rules can perform three basic actions: add an Entity 82 to one or more additional Lists 116, remove the Entity 82 from one or more Lists 116, or create Tasks 88. There are two types of rules associated with lists: action-based rules and time-based rules. Action-based rules apply when an Entity 82 is added to a list. Referring again to
Time-based rules apply when an Entity 82 has been on a List 116 for a predetermined period of time. Referring again to
Note that, for time-based Rule #3 above, the time-based rule does not actually send out the electronic mail (“email”). Rather, in this example, the time-based rule puts the entity on a specified list (i.e., the “Send 30 Day Offer Email List”). When the entity is added to the Send 30 Day Offer Email List, an action-based rule (which, as described previously, applies when an Entity 82 is added to a List 116), causes a routine capable of sending an email, such as an auxiliary program that monitors the Send 30 Day Offer Email List, to automatically send the email and then remove the entity from the Send 30 Day Offer Email List. Rule #4, in contrast, accomplishes the same net result as Rule #3 (the entity gets a 30 Day Offer email), but instead, this is accomplished by assigning a Task to another Entity 82. Although not illustrated in the above rules, when Tasks 88 are generated (such as by an action or time-based rule), in one embodiment of the invention, an email notification can be sent to the Entity 82 responsible for accomplishing the Task 88. This feature also can be part of the Task Management aspect of the invention, as described herein.
It should be understood that the action and time-based example rules just described are not intended to be limiting. Depending on the organization using the system 50, virtually any type or number of rules can be associated with a List 116.
Another feature of the Lists 116 of the invention is that the action and time-based list rules are recursive. The following sequence of steps is illustrative of this feature (note that the action based rules below will occur when an entity is added to the list associated with the rule):
Assume that a List C (list of entities to receive free baseball tickets) has an action based rule associated with it that causes an entity to be removed from a List E (list of leads who haven't received free sporting tickets) and added to a list D (list of leads to be called for special offers for sporting events).
Assume that a List B (list of potential customers who like sports) has an action based rule associated with it that causes an entity to be added to list C (list of entities to receive free baseball tickets).
Assume that a List A (list of potential customers who expressed interest in discount sports tickets) has an action based rule associated with it that adds the entity to List B (list of potential customers who like sports).
In the beginning, a given entity named “Gordon” is on Lists D and E. Gordon is contacted by a salesperson responsible for contacting everyone on List D, and the salesperson determines that, based on Gordon's interest, Gordon should be classified as someone who is, in fact, interested in discount sports tickets. So, the salesperson brings up a data record for Gordon and changes his customer information to reflect this. What happens next?
By adding information to Gordon's record that he may be interested in discount sports tickets, the salesperson causes Gordon to be added to List A. By following the above rules, adding Gordon to List A effectively adds him to Lists B, C, and D as well, and removes Gordon from List E (in other words, Gordon is added back to the list of leads to be called for special ticket offers). Gordon is almost exactly back where he started, but with free baseball tickets and the opportunity to receive more (however, Gordon has been removed, likely permanently, from List E of leads who haven't received free sporting tickets).
Another aspect of the List 116 of the present invention is that, in one embodiment, each List 116 is capable of having its own meta-data capabilities. Membership on a List 116 thus can carry a set of information along with that membership, although the information is not necessarily part of the data structure of the List 116. Permitting meta-data is important when migrating from legacy systems.
As the above-described applications of the rules show, the list-based data model of the present invention is dynamic, extremely flexible, and has built-in intelligence. The lists of the present invention can be applied to marketing campaigns, sales campaigns, employer training, hiring and review, processing insurance claims—virtually any situation capable of being defined by a process or a series of steps or states. Because of the rules and optional history tracking, Lists are self-monitoring, self-logging, and contain a critical time identification. Thus, any permutation in a business process that is implemented using the list-based data model of the present invention can be easily calculated, graphed, and reported, as each add or delete is retained and time stamped. Such a business process implemented in accordance with the present invention can be thought of as having a running audit trail that records the transition from one field value to another.
For example, a marketer might want to know how long it takes people to move from Lead to Suspect to Prospect, etc., and how long they remain at each stage. Using the present invention, the marketer can test the effect of various offers at each stage in order to determine the optimal strategy. They might ask, what happens to our sales cycle if I change the price from $49 to $79? Does this reduce the flow of people through the cycle? At which stage? What effect does this have on converting people to the Customer stage? Am I better off at the $79 price level, or even a higher price?
In contrast, prior art data models, such as field-based data models, do not offer such advantages, because the number of possible permutations makes it prohibitive to track all possible metrics (e.g. time between step 1 and 2, 1 and 3, 1 and 4, 2 and 3, 2 and 4 etc.) in a field-based data model. This is partly because each data element would need to be designed into the database scheme and directly referenced at various points in the process or applicable business rule. Any additions or changes to field elements would likely require re-programming of the data table, work flow and or business rules that reference these design elements. With the list-based approach of the present invention, however, measuring time changes between lists is not difficult. As the above examples demonstrate, changes in “conventional” field values are, in the present invention, self-administrating objects.
The list-based data model of the present invention also permits metrics to be gleaned that would be unobtainable from a traditional field-based model. Trend analysis, business rules, isolated test marketing all become an easy configuration task. In the traditional field-based model, metrics and business rules are difficult and complex to program, integrate, validate, track and administer. Changes to the model add significant complexity to the programmer's effort. Moreover, different companies within the same vertical market may employ different process steps representing a variety of purposes and consequences, actions and reactions that, in turn, may initiate other processes, making it necessary for a provider of systems and software for automating business processes to have to customize the application for each customer.
In the list-based workflow model possible with the present invention, however, data elements are represented as “smart” list objects, which can be independently added or modified without the need for re-programming or re-defining the underlying system. Additionally, the lists can serve as individual containers, each with its own set of business rules and each capable of producing a variety of metrics for reporting, analysis and automated workflow. When used in combination with other lists the permutations and possibilities become endless. For example, the list-based data model can be combined with a minimal amount of external code to accomplish functions similar to more complicated software programs, such as automating a business process.
Referring again to
Each step 228 in the process of
In another example,
Another aspect of the present invention involves the applicability of the list data models to task management. Recall also that, in accordance with the invention, action and time based rules for lists can create Tasks 88, such as upon occurrence of a specific event related to a List 116 (such as an Entity 82 or entity/transaction pair being added to or removed from one or more lists). Creation of Tasks 88, in accordance with the invention, also can result in email notifications relating to the Task being sent to appropriate Entities 82, such as the entity responsible for accomplishing the task and the entity responsible for overseeing the task (or even to other non-Entity persons or organizations, if applicable). Another aspect of the present invention provides a system for management of such tasks by providing tools to enable individual action on tasks and accountability for them.
Tasks 88 fall into three categories: those that are self generated, system generated or delegated (e.g., delegated by someone or delegated to someone). Tasks 88 can also be sub-delegated (a task delegated to a first person can be further delegated by that first person to a second person). As discussed previously, the Tasks 88 (see
The screen shot of
Because the task management of this system is accomplished using the list-based data model described above, it is possible (using, for example, the time-stamp feature) to determine that Karen Quast has had the task for two days. The list-based model of the present invention also can have a role in how the task is assigned to Ms. Quast. The task could have been assigned to Ms. Quast in several ways. For example, the task of course could be assigned manually (i.e., directly by Chris Long to her, without lists) but the task also could have been automatically sent to Ms. Quast because of the triggering of some action or time-based rule associated with a list. The list could be directly related to a business process to which Ms. Quast and/or Mr. Long is a related entity, or the list could be independent of a business process and related to marketing and/or demographic information.
Another aspect of task management, in accordance with one embodiment of the invention, is that rules can be associated with tasks (in a manner similar to the previously-described action and time-based rules for list). The task rules can, for example, associate the completion of a task with another type of action. For example, referring to
It should be understood, in addition, that the task management aspect of the present invention is not limited to managing tasks that have outcomes of “Completed” or “Not Yet Completed.” In some instances, such as cold-calling a potential customer, a task may have different acceptable outcomes, such as “Customer wants further information,” “Customer wants to speak with an Application Engineer,” or “Customer wants us to call back in three weeks.” Accordingly, in one embodiment, the present invention provides task rules that trigger actions depending on the outcome of the task.
The screen shot of
It should be understood, that the illustrative screen shots and associated illustrated features shown herein are provided by way of example only. Those skilled in the art will recognize that many different types of web sites, having many different types of “look and feel” qualities, are intended to be included within the scope of the invention. Those skilled in the art will recognize that many different types of systems and web pages can be designed in accordance with the invention.
Variations, modifications, and other implementations of what is described herein will occur to those of ordinary skill in the art without departing from the spirit and the scope of the invention as claimed. Accordingly, the invention is to be defined not only by the preceding illustrative descriptions and drawings but also from the claims.
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|U.S. Classification||707/999.1, 707/999.01, 705/7.11, 705/348|
|International Classification||G06F9/44, G06F17/50, G06F17/30, G06F7/00|
|Cooperative Classification||G06Q10/063, G06F17/30893, G06Q10/067, G06Q30/0201, G06Q10/10|
|European Classification||G06Q10/10, G06Q10/067, G06Q10/063, G06Q30/0201, G06F17/30W7L|
|13 Feb 2009||AS||Assignment|
Owner name: ARRAYWORKS.COM, MASSACHUSETTS
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:EARLE, GORDON;BASTOW, JOHN;REEL/FRAME:022255/0512
Effective date: 20010626
|23 Feb 2009||AS||Assignment|
Owner name: ARRAYWORKS INC., MASSACHUSETTS
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:EARLE, GORDON;BASTOW, JOHN;REEL/FRAME:022295/0640;SIGNING DATES FROM 20090217 TO 20090220
|9 Oct 2012||FPAY||Fee payment|
Year of fee payment: 4